MGMT393 Columbia College Customer Relationship Management Systems Answers

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Business Finance

MGMT393

Columbia College

Description

1. Customer relationship management systems help firms achieve customer intimacy. Explain how these systems accomplish this relationship and why they are important today. With which Employee Relationship Management (ERM) systems are you familiar? If you haven't utilized an ERM, do some research and provide an example of this system to the class.


2. After reviewing the key features of e-commerce, digital markets, and digital goods, why do you think firms are increasing the use of these tools? What benefits do these tools provide firms? What potential drawbacks do you see in the use of these tools? What are the benefits and drawbacks these tools bring to retailers?

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Explanation & Answer

Attached.

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Running head: BUSINESS ANALYSIS

Business Analysis
Student’s Name
Institutional Affiliation

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BUSINESS ANALYSIS
Question One
Customer Relationship Management Systems

Customer relationship management systems aid organizations in accomplishing customer
intimacy. It accomplishes this relationship by combining different strategies, practices, and
technology. Through this interaction, the systems successfully manage to analyze customers and
data which encourage the formation of the customer lifecycle. Abu Amuna et al. (2017) explain
that the systems also function to compile data across different channels which serve to create
contact between customers and the organization. These include telephone details, company's
website, live chat, marketing materials, and social media. The systems are critical today as they
create access to detailed information of customers which include their contact and personal
information, buying concerns, preferences, and the purchase history, which encourages customer
relationship with the company.
Employee Relationship Management Systems
Employee relationshi...


Anonymous
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